The call center industry has been present in the market for so many years already and its extensive presence in the industry has promoted innovation and expansion within the industry. This has brought about changes in the market, especially now that companies are constantly looking for ways on how to conduct their processes seamlessly and more efficiently. Part of its innovation as well, is the emergence of and virtual call centers and its acceptance into mainstream contact center processes.
Xerox (NYSE:XRX) company Affiliated Computer Services (ACS) announced that it has entered into an agreement to acquire European customer service provider Unamic/HCN. This will be the first time ACS, which has locations across different countries including the Philippines, is acquiring a European contact center. This acquisition is expected to further strengthen the global capabilities of ACS, especially that Unamic/HCN’s expertise in the contact center field spans across several languages such as Dutch, French and Turkish.
Contact centers have also been expanding into new territories such as the Latin Americas. Recently, Convergys (NYSE:CVG) announced that it has opened a new facility in Colombia. They have chosen this particular location because of its talent pool graduates from top notch universities and colleges, as well as their bilingual nature.
Virtual call centers are also gaining some popularity even though it may not be appealing to some businesses because virtual call centers mean that employees would be working remotely and some companies are not comfortable with having to monitor employees scattered across the globe. However, according to ContactProfessional, virtual contact centers have further developed and are gaining attention in the market. DataMonitor, a market research firm, reported that the industry increased by 23 percent in the previous year. This could mirror the growing demand for virtual contact centers. The same article provides that the United States government has pushed for this kind of work model to address the high unemployment rate of the country, allowing businesses to gain access to skilled employees. Forrester Research states that they can see more and more Americans will engage in this kind of business as it presents many advantages to the average worker such as eliminating long commutes, having a work-life balance, and bigger savings.
With the growing demand for virtual call centers, ServCorp (ASX:SRV), a provider of virtual office solutions and serviced offices, recently expanded into the Philippines with an office that will provide their clients an opportunity to conduct their business on a virtual scale. As you may recall, the Philippines has been named one of the top destinations for call center outsourcing services in the world.
The call center industry has definitely seen a lot of movements from the time it has started. It has evolved together with the market’s evolution; there are the expansion deals, the increase in client expenditures to address outsourcing demands, and the increase in signed clients. With the current status of the contact center industry, it is definitely poised for more developments.
Author: Jamee C.